Query and Workflow Management Project 5 th October 2009

1. Query and Workflow Management Project 5th October 2009

2. Welcome & Introductions • Dave Addison Project Manager • Michelle Fergusson Project Officer • Dave Ackers Customer Data Services Manager • Emma Lyndon Customer Data Services Officer

3. AGENDA • Aims & Objectives • ConQuest - History / Background • ConQuest – new for old • Project Approach • Impacts and benefits • Requirements Gathering • Summary

4. Before we start…. • Fire Alarm – no planned test expected today • Coffee break around 14.00 • Aim to finish around 15.30 • Copies of the presentation will be sent out

5. AIMS & OBJECTIVES What we hope to achieve

6. Aims & Objectives • AIMS • Extend the awareness of the Q&WF Management Project • Explain scope of the Project • Engage with you at an early stage • OBJECTIVES • We will communicate the aims of this forum • We will tell you what we currently know • Jointly we will stimulate thoughts and generate input • You will be better informed • We will have answered your questions • You can share this session with interested parties • We will discuss and agree engagement principles and approach

7. Principles of the Project • We have immediate drivers • Provide a stable system for Query Management • Ensure Continuity of Service • We are seeking to minimise changes to external users • But… there will be some change • There may be some changes from you that we can incorporate • Primary objective • Providing a functional Query Management Service to Users

8. Terms of Engagement • Terms of Engagement • External User Group Forum • Communication on Progress • Business Forum to highlight and discuss Impacts • Approval of Change • UKLink Committee (Technical) • Communication • xoserve.com / email / operational meetings / Shipper eNews • Interim Updates • Meetings • Venue / Frequency • Updates to other Established Forum?

9. ConQuest History & Background

10. ConQuest - History & Background • ConQuest was a ‘state of the art’ workflow management tool back in 2001/02. • It replaced its fore-runner the Query Management System (QMS) - predominantly paper based • It was modified during 2003 when MOD565 was introduced

11. ConQuest - History & Background • Circa 1m Contacts sent in by Shippers since 2001* • A further 1m Contacts added from other sources* • The User Group has grown to circa 5370* • It has served us well for 8 years – time to retire it

12. Current User Group • Total number of active users in ConQuest database – 5370 • Total who have not accessed system for >6 months – 4434 • Conquest Users that only use the system to search and view queries are deemed inactive. • System activity is denoted by either logging a query or responding to an outstanding request for information/action.

13. Housekeeping Procedure • We currently manage a ConQuest Housekeeping Exercise on a bi-monthly basis • A list of any ConQuest users who have not raised a query within the last six months is produced. • The list is issued to our shipper contacts, asking for it to be reviewed and then each shipper to advise of accounts that are either still required or that can be deleted. • This process is essential to help manage system integrity and also to ensure we have an accurate user base. • ConQuest Housekeeping will need to continue until the Q&WFM Project implements. Your continued help and support with this initiative is appreciated.

14. Volume vs Medium • Received c250k queries (Aug08-Jul09) • Majority of these are raised through 13 Operational Query Codes • These have been received by the following mediums: • July 49% Web 51% EFT • August 53% Web 47% EFT • September 45% Web 55% EFT

15. ConQuest Out with the Old, in with the New

16. ConQuest – new for old • ConQuest is operating on outdated technology • Higher incidence of failure • Limited ability to change the existing system • xoserve is looking for optimisation but the primary aim is to provide a stable platform and maintain delivery of service

17. Criteria for change • The new system should… • be easy to maintain • maximise tool capability for business benefit • be easier to change • be scalable to accommodate additional business processes • be User friendly

18. What is replacing ConQuest? • Business Process Management Suite (BPMS) • It is more than just a workflow • What are Business Process Management suites? • BPMS Systems are the most comprehensive and evolved type of business management technology • It provides an environment to more fully support the whole process lifecycle & identify the impacts of change. • Processes can be readily changed often reducing development timescales • It includes business process analysis tools, business process modelling tools, workflow and others

19. Why did we choose BPMS? • Five reasons for choosing BPMS • Simplification • Efficiency • Compliance & Control • Agility • Continuous improvement

20. Why did we choose BPMS? BPMS has been chosen as the strategic solution to replace ConQuest for query and workflow management as it: - • Is a recognised contemporary solution for workflow related processes • Provides process analysis and simulation tools • Provides better integration between business, systems and processes • Links with other systems to support automation • Better interface with business through process modelling • Scalable solution • Offers capability that will support additional non ConQuest processes

21. Project Approach How are we going to do this…?

22. Project Principles • The principles being applied are that… • we will seek to minimise change to external Users • changes identified will be communicated • there will be consequential improvements in the way we do things • efficiencies will be identified and adopted

23. Discover Model Deploy Monitor Optimise And Manage Change Management BPMS Lifecycle

24. Model Discover Modelling and Simulation • Identifies where changes to processes add / reduce value eg. cost / effort reduction • Facilitates process improvement & assessment of potential change eg. reduced analysis, quantify benefits, eliminate non beneficial changes • More ‘inclusive change cycle’. Increased User involvement in requirements, analysis and design • Provides platform for standard process definition

25. Deploy Implementation and Execution • Greater system integration capability • Auto generation of code reduces development lifecycle for technical changes • Reduces bespoke code • Definition of parameterised business rules facilities future change • Definition of ‘services’ required to enable cross process re-use

26. Monitor Optimise And Manage Monitor and Optimise • Measurement highlights ‘pain points’ and where change needs to be focused • ‘Real time’ measurement of business processes • Shows what is really taking place vs what is believed to be taking place • Enables continuous process improvement applied through modelling & simulation

27. Discover Model Deploy Monitor Optimise And Manage Change Management BPMS Lifecycle

28. Indicative Project Timeline • Activities to date • Project – Delivery Stage Start – Oct’09 • 2 Phases: - • Phase 1 – ConQuest Processes • Phase 2 – Other xoserve processes with workflow characteristics that integrate with other parties • Each phase runs concurrently

29. Phase 1 Dev’t (Apr’10-Aug’10) Shipper Testing (Aug’10) Ph 1 Implementation (Sep’10) Phase 2 Dev’t (Sep’10 – Jan’11) Ph 2 Implementation (Jan’11) Indicative Milestone Dates Oct’09 Mar’11 Project Start (Oct’09) Modelling & Design (Oct’09 – Mar’10) Project Completion (Mar’11)

30. Impacts & Benefits Short, Medium & Long Term

31. Impacts - Interface • Web User Interface • The IP Address WILL change • Planned to replicate ConQuest screens • If there are consequential changes, we’ll discuss them with you • File Interface • Planned to retain formats • Data modelling might identify changes, we’ll discuss them with you

32. Impacts – Access Controls • Security Requirements • Browser based solution. As now, access limited to own data. • Password management (in line with IAD) • Amendment of password every 30 days • Password format convention • Ability to reset password • Time out • Management of User accounts • Inactive accounts locked after [3] months

33. Benefits • Increased system resilience • Ability to incorporate industry changes • Increased responsiveness to change • Consequential Improvement in system response times • Increased process efficiency? • Data and Process Modelling • Business Analysis and Review to Identify Efficiencies

34. Initiatives – An Example - Contact Creation Templates Background • Standardised Contact Explanations were issued for all query codes in September 2009. • The standardising of the text was introduced following an internal review that identified that contact explanations varied considerably, often with essential information missing, required to resolve the query. Benefits • The standardised text will ensure that all details are provided first time • Will reduce the rejection/data clarification rate due to incomplete details. A reduction of 50% was seen with the introduction of the CDQ/RFA templates • Will speed up the resolution of each query • The standardised text will mean that those who submit queries don’t have to think about how to articulate each variety of query

35. Possible Initiatives Standard Creation Templates • With the introduction of BPMS we are looking to create standard templates for use when logging a query • We envisage drop down menu’s will be available for each query code where you can select contact explanation templates, reducing manual data entry.

36. Initiatives – Contact Creation Templates Alternative Address fields fully completed • The Good…… j.abrahams@madeup.com Standardised text is used

37. The Bad…… Alternative Address fields not used j.abrahams@madeup.com Partial Address in Contact Explanation Initiatives – Contact Creation Templates

38. Requirements Gathering Wouldn’t it be good if…..

39. Requirements Gathering Propose a group discussion… • Capture as: • Cosmetic • Functional • Non-Functional • Record: • Consensus change • Benefits only a selected User Group • Timescales • Short / Medium / Long Term • Lead Proposer • Any clarifications • Document, Assess and Replay at the next meeting

40. Some of your Ideas offered….

41. Some Ideas offered….

42. Group Discussion Over to you!

43. Conclusion • Did we meet our Aims & Objectives? • AIMS • Extend the awareness of the Q&WF Management Project • Explain scope of the Project • Engage with you at an early stage • OBJECTIVES • We will Communicate the aims of this forum • We will tell you what we currently know • Jointly we will stimulate thoughts and generate input • You will be better informed • We will have answered your questions • You can share this session with interested parties • We will discuss and agree engagement principles and approach

44. Next Steps • Submission of Requirement Requests • By 30th October • Assessment by xoserve Project Team • Playback at next Q&WFM Meeting • December 2009